Director, Customer Experience





+ 91 – 99700 99145



Profile Summary
·       Senior business leader offering success of 20 years of experience, expertise, and exposure in enabling an organization to drive change, transform and grow.

·       Leader with a strong growth mindset enabling the team, the org and the company to achieve more value year on year by delivering on / beyond targets.

·       Global experience working across Service Providers helping them in their transformation journey to build internet of the future.

·       Extensive experience in managing Centralized Global Service Delivery (Professional services, Support services, Managed Services) across Technology groups.

·       Experience managing P&L for a Technology Practice & customer segment, large Service Provider

·       Managing large teams (300+) & building high performing multi-cultural teams

·       Gained expertise across technologies in 5G Ready Transport and Network Automation, 5G SA, 5G NSA, LTE/EPC, CNDP, Telco Cloud, Virtualized Packet Core, Data Center Compute, DC Networking, Segment Routing, Security,

·       Expertise in Program Management with skills in directing all phases encompassing budgeting, planning, vendor selection & execution.


Core Competencies
Professional Services Global Delivery


P&L management


SP transformation

CxO relationship management


Budget planning / COGS management


Startup experience & mindset


Global stakeholder management


Driving change across large team / org


Global teams leadership


v  Master Of Science in Electrical Engineering from University of Southern California (USC) – 2003


v  Bachelor Of Engineering (BE – Electronics & Telecommunications) from University of Pune, India – 2001

Growth Path Across Career

SDE, Vodafone India and India, ANZ Mobility IDT (CX Region) leader

Global CX Delivery Director

SP Mobility Centre Of Excellence, Manager (CX Region)

Since 2021

2013 – 2018

2010 – 2013

2004 – 2010

Principal Systems Engineer

Work Experience
Key Result Areas


·       Delivering Cisco technology and solutions to global Service providers enabling them in their transformation journey to 5G and beyond

·       Collaborating with Product management to provide field feedback on products, solutions and services, adoption of offers & GTM strategy

·       Aligning with the executive leadership on organization strategy and driving change and transformation

·      Spearheading several operations including KPIs, OLAs & SLAs Management (Service Level Agreement), Volumes Management, Team Utilization, CSAT (Customer Satisfaction), Resolve & Closure Rate, RCAs (Root Cause Analysis), Head Count & Forecasting

·      Directing all critical/major incidents & service requests; supervising critical incidents from inception to closure within SLA; managing & coordinating with multi-functional teams to expedite the technical recovery process after major incidents;

·      Performing impact analysis to determine the severity of an incident; generating incident report on major incidents for upper management review

·       Delivering collaborative cross-functional business management, people management and consulting-led engagements; managing large business initiatives and virtual teams to enhance organizational effectiveness

·       Developing influential relationships with business leaders across the organization to deliver change and drive business outcomes

·       Harnessing technology innovation by empowering others and driving digital agenda of the organization



Since May 2021 with Cisco Systems India: Professional Services– Service Provider And Data Centre Technology Group

as Global CX Delivery Director

Key Result Areas:

·       Focused on enabling SPs globally drive transformation to 5G across 5G Transport, 5G Mobility, Optical, 4G CUPS, Telco cloud, ACI, DC Networking, Automation, Orchestration & Assurance

·       Working with sales teams to drive presales with global SP customers contributing to business growth & upsells and insertion of new architectures/ solutions in customer network.

·       Fronting high visibility customer engagements in APJC region (Indonesia, India, Philippines, India) engaging with CxO’s to drive focused, targeted outcomes for the Service Providers

·       Delivery of large-scale & high complexity projects (100+ team) and network operations; trusted advisor for sales teams and customers in APJC region


May 2013 – May 2021 with Cisco Systems India Service Provider as Service Delivery Leader for SP Core Networking & Mobility for APJC

Key Result Areas:

·       Worked as Service Delivery Leader for APJC Mobile Packet Core business: Bharti Airtel, KDDI, RJio, Vodafone, Viettel, Optus, Spark and  VF NZ

·       Delivered annual booked business of $12M across the region, owned P&L and large-scale complex projects and network operations

·       Establshied Packet core network operations team for Vodafone India (team of 80 engineers) translated to an annual services business of $3M for Cisco

·       Service Delivery Executive and P&L owner for Vodafone Idea account managing a services P&L of $6M

·       Delivered & managed the following projects:

Þ     Bharti Airtel 3G/4G packet core, Mobile Backhaul, MPLS and CEN

Þ     Rakuten Cloud Native fully virtualized e2e IPV6 mobile core network

Þ     Vodafone India 3G / 4G Packet core, PCRF, Mobile backhaul network (Projects delivered to scale and expand the network from a throughput capacity of 25Gbps in 2012 to over 1Tbps today)

Þ     Reliance Jio 4G WiFi Offload Solutions (VoWiFi & Data Offload): Built the world’s largest VoWiFi network at Reliance Jio

Þ     Vodafone NZ: Virtualized Packet core with HP blades, VMWare and Cisco VNF

Þ     Spark: Virtualized packet core and PCRF


Sep 2010 – May 2013 with Cisco Systems India, Mobility Centre Of Excellence as Manager

As part of Cisco acquiring Starent Networks, and Mobility Packet core being key focus for Cisco, led Mobility CoE for APJC

·       Managed Technology enablement across field teams across APJC: India, Indonesia, ANZ, Singapore, Malaysia & Philippines

·       Grew India team which allowed us to scale the mobility services business from annual ~$1M to ~$8M

·       Architected & Delivered Mobile Packet core network solution (SGSN, GGSN, Routers, Switches, Firewalls, Servers, 3rd Party Elements) for Bharti Airtel for their North Hub (9 circles) catering throughput of ~40Gbps

·       Architected & delivered Evolved Packet core network solution (MME, SGW, PGW) for Bharti Airtel LTE deployment in Chandigarh & Delhi

·       Delivered Mobile Packet Core Network solution for Vodafone India across 6 locations, Packet Core projects for RCOM Pan India data services, TTSL CDMA and WiFi solution for Mobitel Sri Lanka


May 2004 – Sep 2010 with Starent Networks India Pvt. Ltd., as Principal Systems Engineer

Starent Networks: Highly successful company setup in 2000 focused on packet core. IPO in 2007 and Cisco acquired Starent in 2010

·       Successfully led deployments of Starent’s successful platform ST40 (now ASR5k/5500) as SGSN, GGSN, S&P GW, MME, PDSN, in premier global Service provider accounts: Vodafone: UK, Spain, Germany, Australia, NZ, Vodacom SA, KDDI, T- Mobile, Verizon, Bharti Airtel, Vodafone India, Reliance Jio

·       Deployed first ever Starent GGSN in Vodafone UK displacing Nortel & Ericsson products

·       Recognised as first Professional Services Engineer engineer to be hired in India and grew the team to total of 18 field experts



Personal Details
Languages Known: English, Hindi

Address: 612 Clover Acropolis, Viman Nagar, Pune 411014






  • Updated 4 weeks ago

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